Commercial Process Excellence Manager

Working across regions, countries, functions, and teams, the role documents current ways of working, identifies unnecessary variation, and facilitates the development and adoption of consistent, scalable commercial practices. The scope includes processes supporting opportunities, new service contracts, renewals, warranties, and related customer lifecycle activities.

The role aligns process stages, business definitions, data requirements, and operating practices to enable consistent reporting, reliable commercial insights, and organizational scalability. It partners closely with Sales, Service, Commercial Operations, Data, Finance, and IT, including teams responsible for SAP and Salesforce.

This is a senior individual-contributor role with no direct reports. The Commercial Process Excellence Manager works in partnership with accountable business and functional process owners, providing cross-functional leadership, structure, governance, and facilitation without holding formal ownership of the underlying processes.

Key Responsibilities

• Lead the discovery, mapping, and documentation of commercial processes across regions, countries, functions, and teams, identifying variations, gaps, dependencies, and undocumented practices.
• Drive the harmonization of end-to-end commercial processes, including Lead-to-Opportunity, Contract-to-Renewal, Warranty Conversion, and related service commercial activities.
• Facilitate the development of common process frameworks, standards, business definitions, data requirements, and ways of working, while accommodating justified regulatory, market, customer, or business-specific requirements.
• Develop and maintain a prioritized process-excellence roadmap and facilitate governance with accountable business and process owners, including process reviews, change control, prioritization, decision-making, and escalation.
• Partner with Sales, Service, Commercial Operations, Data, Finance, and IT to align commercial processes with reporting requirements, data governance, and enterprise platforms such as SAP and Salesforce.
• Drive stakeholder alignment and adoption through effective facilitation, communication, change management, training, and clear process documentation.
• Lead or facilitate continuous improvement initiatives that enhance efficiency, data quality, reporting consistency, customer and user experience, and the scalability of commercial operations.

Key Skills and Competencies

• Strong understanding of commercial and service lifecycle processes, including opportunities, contracts, renewals, warranties, and installed-base information.
• Strong process discovery, mapping, analysis, and documentation capabilities using methodologies such as PPI, Lean, Six Sigma, or equivalent approaches.
• Ability to balance global consistency with legitimate regional, regulatory, market, and customer requirements.
• Strong analytical and problem-solving skills, with the ability to connect process design, data quality, reporting, and commercial decision-making.
• Excellent facilitation, stakeholder-management, and communication skills.
• Ability to build consensus and influence stakeholders without direct authority.
• Strong change-leadership and adoption-management capabilities.
• Strategic mindset combined with a practical, structured, and delivery-focused approach.
• High attention to detail and strong process discipline.

What Success Looks Like

Success in this role will be demonstrated through increased visibility and documentation of commercial processes across regions and teams, reduced unnecessary variation and increased adoption of agreed global process standards, improved consistency and quality of commercial data, reporting, and insights, clearer business definitions, roles, responsibilities, decision points, and process exceptions, reduced manual activity, duplication, and reliance on undocumented or individual knowledge, and improved efficiency, user experience, and scalability of commercial operations.